Principal AI Solutions Architect, Customer Success

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries - moving AI from possibility to production in real-world enterprise environments every day.

(remote US based)

Role Overview:
The Principal AI Solutions Architect helps strategic customers turn ambitious AI initiatives into production-ready solutions that improve customer experience, operational performance, and enterprise adoption
. Supporting the newly launched Agentic AI Orchestration program
, this role combines hands‑on architecture and rapid prototyping with executive‑level customer engagement, technical leadership, and ownership of measurable outcomes
.

You will partner directly with customer business and technology leaders to identify high‑value opportunities, shape AI strategy, and design scalable solutions across Genesys Cloud, agentic AI, conversational AI, automation, data, and enterprise integrations
. The role owns the technical journey from discovery and architecture through proof of concept, production deployment, optimization, and expansion.

At Genesys, collaboration, empathy, and innovation shape how we help organizations orchestrate personalized experiences  will gain strategic enterprise AI exposure and senior leadership visibility
, while influencing initiatives across Customer Success, Product, Innovation, Solution Consulting, Professional Services, and Support.

• Own end‑to‑end technical engagement with strategic customers
  , translating complex business challenges and customer experience KPIs into scalable AI solutions that deliver measurable value

• Lead discovery, requirements analysis, solution architecture, integration, deployment, and optimization across Genesys Cloud, AI, data, automation, and omnichannel CX

• Prioritize AI initiatives based on business value, feasibility, effort, and adoption potential
  , helping customers move from experimentation to production and sustained value realization

• Design reference architectures, integration patterns, data flows, and governance approaches for AI‑powered experience orchestration across enterprise platforms

• Lead process redesign and architecture workshops that improve customer journeys, streamline workflows, and create consistent experiences across digital and voice channels

• Deliver rapid proofs of concept and minimum viable products using Genesys Cloud AI Studio, Agentic Virtual Agents, Copilots, and related AI capabilities
  , with clear paths to production scalability and enterprise adoption

• Guide integration of Genesys AI capabilities with CRM, ERP, cloud, data, API, and third‑party ecosystems using REST APIs, event‑driven architectures, JSON, and LLM services

• Drive continuous value engineering after launch by evaluating performance against customer KPIs, tuning AI solutions, identifying expansion opportunities, and developing roadmaps for sustained business impact

• Influence technical direction across the broader delivery ecosystem by engaging specialists from Innovation, Solution Consulting, Professional Services, Product, Customer Success, Support, and other teams as needed

• Champion responsible AI architecture by incorporating appropriate security, privacy, governance, safety, and compliance controls, including PCI and HIPAA requirements where applicable

• Build customer AI maturity by serving as a trusted technical advisor
  , transferring knowledge, documenting…